What are the responsibilities and job description for the Service and Support Analyst - Simphony POS position at Wise Skulls?
Hiring: Service and Support Analyst - Simphony POS
Location: Miami, South Florida (Onsite)
Duration: 6 Months (Possible Extension)
Work Authorization: US Citizens and Green Cards ONLY
Job Summary
The Service and Support Analyst provides technical and operational support for Dining Services and Gift Shop retail systems, with a primary focus on the Simphony point‑of‑sale (POS) platform and Secondary focus on GEMpay Badge Payroll Deduct system. This role ensures smooth day‑to‑day operations, troubleshoots system issues, and partners with business stakeholders to enhance system performance and user experience. Candidate should be able to handle practical, real-world POS troubleshooting and the ability to operate independently across South Florida. We’re looking for someone who has actually done this and can walk into a facility and fix things without hand-holding.
Core Capabilities (Non-Negotiable)
Configure and troubleshoot POS workstations onsite
- Understand full register setup (CPU, monitor, scale, scanner, cash drawer, printer, card reader, badge reader).
- Trace and correctly reconnect cables (serial/COM/peripherals).
- Replace or swap hardware cleanly without creating new issues.
Diagnose issues independently
- Identify root cause (hardware vs configuration vs transaction issue).
- Avoid unnecessary disassembly.
- Think logically through troubleshooting steps without needing a script.
Validate fixes end-to-end
- After any change, test:
- Sale transactions
- Credit card processing
- Badge/employee charges
- Peripheral functionality (drawer, scale, printer, etc.)
- Leave the site only when fully verified.
Execute inventory and documentation accurately
- Capture device models and serial numbers across locations.
- Maintain clean spreadsheets/matrices.
- Meet deadlines without hand-holding.
Handle real-world operational pressure
- Respond during peak times (open, close, lunch rush).
- Work in a 24/7 healthcare environment where downtime matters.
- Be comfortable being the only tech onsite.
Communicate clearly and proactively
- Explain what’s happening and what was done.
- Escalate early when stuck.
- Work effectively with an offsite support partner.
Be physically local and deployable
- Miami-based.
- Able to travel across hospital locations quickly.
Key Responsibilities
- Provide frontline support for the Symphony POS system, including troubleshooting hardware and software issues.
- Travel to hospital locations from Palm Beach to the Florida Keys to deliver onsite support as needed.
- Manage and resolve issues within the GEMpay Badge Payroll Deduct system, ensuring accurate and timely payroll deductions for employee purchases.
- Collaborate with Dining Services, Gift Shop teams, and other business units to understand operational needs and provide effective technical solutions.
- Monitor system performance and escalate complex issues to vendors or internal Technology & Digital (T&D) teams.
- Support system upgrades, testing activities, and go‑live deployments for new features or enhancements.
- Complete assigned support tickets in Service Now (SNOW) ticketing system.
- Train end users on system functionality, workflows, and best practices.
- Document issue resolutions, support procedures, and system configurations.
- Participate in cross‑functional initiatives to improve service delivery and strengthen system integration.
Qualifications
- Experience supporting POS systems, preferably Symphony or similar retail platforms.
- Familiarity with gift shop inventory tools such as YellowDog.
- Hands‑on experience deploying and configuring Micros workstations and peripherals (receipt printers, scales, barcode readers, credit card readers, KDS displays, etc.).
- Knowledge of payroll deduction systems such as GEMpay.
- Strong troubleshooting, analytical, and problem‑solving skills.
- Excellent communication skills and a strong customer service mindset.
- Ability to work both independently and collaboratively in a fast‑paced environment.
Strongly Preferred
- The person must be able to walk into a hospital, fix a POS station correctly the first time, fully test it, document it, and leave without anyone needing to babysit them.
- Experience with Oracle/Micros POS or retail POS systems.
- Customer is looking folks with HealthCare exp. The are mandating it now.
- Experience in healthcare or multi-site enterprise retail environments.
- Comfortable supporting seasonal setups, pop-up sales, kiosks, or new tech rollouts.
Preferred Skills
- Direct experience with Symphony POS and GEMpay or comparable retail/payroll systems.
- Strong customer service and advanced troubleshooting capabilities.
- Ability to mentor and support team members or consultants.
- Familiarity with project management methodologies and tools.
Interested? Apply now or DM us to explore this opportunity! You can share resumes at vijay@wiseskulls.com OR Call us on 1 (669) 260-9509